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Global Resolution Engineer (Remote US)

10 hours, 22 minutes ago
United States
Lead
Technical Support Engineer
DevOps and Infrastructure
Ansible AWS Azure Bash GCP Kubernetes Linux Python Terraform
Apply Now
WEKA

WEKA

WEKA provides a cutting-edge data platform for cloud and on-premises data management, offering WekaFS for high-performance storage solutions in data-intensive environments.

IT Services
201-500
Founded 2014
$294M raised
View All Jobs 24

Description

  • Own complex customer escalations from initial analysis through permanent resolution, including critical-incident customer bridges.
  • Analyze application, GPU and compute, client, network, storage, cloud, and platform layers to isolate root causes across vendors.
  • Identify patterns and defect exposure across customers and versions, driving proactive remediation.
  • Prepare R&D-ready defects with reproduction steps, supporting evidence, and root-cause hypotheses.
  • Create and maintain Known Issues, WEKA Technical Advisories, and Knowledge Base articles.
  • Drive product, diagnostic, process, and supportability improvements from recurring escalations.
  • Build analysis tools and automation to improve Support efficiency.
  • Mentor Customer Success engineers and deliver technical training and cross-team knowledge sharing.
  • Participate in 24/7 on-call rotations and provide extended coverage for NCP accounts.
  • Serve as the SME for NCP and NVIDIA DGX Cloud reference architectures, benchmarks, and joint troubleshooting with NVIDIA engineers.

Requirements

  • Bachelor’s degree in Computer Science, Engineering, or a related field, or equivalent practical experience.
  • 10+ years of experience in advanced technical support, sustaining engineering, SRE, or systems engineering with direct customer exposure.
  • Deep Linux expertise, including kernels, memory management, NUMA, CPU scheduling, and drivers.
  • Experience resolving complex issues in distributed storage or parallel file systems.
  • Experience with high-performance networking, including RDMA, RoCE, InfiniBand, and Ethernet.
  • Advanced debugging experience with core dumps, large-scale log analysis, perf, eBPF, gdb, and source-code review.
  • Ability to perform data-driven performance analysis and reason across interconnected system layers.
  • Proven experience partnering with engineering teams on defect reproduction, root-cause evidence, and systemic fixes.
  • Clear written and spoken English communication, customer-incident experience, and willingness to work flexible global-team hours.
  • GPU and AI workload experience, including GPUDirect Storage and NVIDIA DGX, SuperPOD, or NCP environments (strongly preferred); cloud, Kubernetes, containers, virtualization, NFS/SMB/S3, DPDK, UCX, and Python, Bash, Ansible, or Terraform experience is a plus.

Interested in this position?

Apply directly on the company website

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